NN/g UX Podcast

8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)


Listen Later

What does it take to create a great customer experience? As it turns out: a lot more than just a series of great interactions. Kim Salazar, Sr. UX Specialist, shares her expertise on what omnichannel experiences are, why they matter for CX, and how having a mature CX means fundamentally changing how we view and handle UX work.

Resources cited in this episode

  • Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru) (our inaugural podcast episode)
  • Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report)
  • CX Transformation (full-day course)
  • Journey Mapping to Understand Customer Needs (full-day course)
  • Kim's Articles & Videos (NN/g bio)
  • Other related articles & videos

    • What is Omnichannel UX? (2-min video)
    • User Experience vs. Customer Experience: What’s The Difference? (free article + 4 min video)
    • Good Customer Experience Demands Organizational Fluidity (free article)
    • ...more
      View all episodesView all episodes
      Download on the App Store

      NN/g UX PodcastBy Nielsen Norman Group

      • 4.7
      • 4.7
      • 4.7
      • 4.7
      • 4.7

      4.7

      104 ratings


      More shows like NN/g UX Podcast

      View all
      HBR IdeaCast by Harvard Business Review

      HBR IdeaCast

      1,829 Listeners

      The McKinsey Podcast by McKinsey & Company

      The McKinsey Podcast

      384 Listeners

      Design Matters with Debbie Millman by Design Matters Media

      Design Matters with Debbie Millman

      1,229 Listeners

      UI Breakfast: UI/UX Design and Product Strategy by Jane Portman

      UI Breakfast: UI/UX Design and Product Strategy

      138 Listeners

      The Futur with Chris Do by The Futur

      The Futur with Chris Do

      850 Listeners

      Masters of Scale by WaitWhat

      Masters of Scale

      3,982 Listeners

      Creative Confidence Podcast by IDEO U

      Creative Confidence Podcast

      125 Listeners

      Y Combinator Startup Podcast by Y Combinator

      Y Combinator Startup Podcast

      212 Listeners

      Design Better by The Curiosity Department, sponsored by Wix Studio

      Design Better

      323 Listeners

      Worklife with Adam Grant by TED

      Worklife with Adam Grant

      9,209 Listeners

      Future of UX | Your Design, Tech and User Experience Podcast | AI Design by Patricia Reiners

      Future of UX | Your Design, Tech and User Experience Podcast | AI Design

      19 Listeners

      Think Fast Talk Smart: Communication Techniques by Matt Abrahams, Think Fast Talk Smart

      Think Fast Talk Smart: Communication Techniques

      788 Listeners

      Honest UX Talks by Wix Studio by Anfisa Bogomolova & Ioana Teleanu

      Honest UX Talks by Wix Studio

      41 Listeners

      Product Thinking by Melissa Perri

      Product Thinking

      145 Listeners

      HBR On Strategy by Harvard Business Review

      HBR On Strategy

      86 Listeners